Billing Support

This article is meant to offer support with questions related to payment issues, refunds on subscriptions, marketplace items, and other payment topics you may encounter on Roll20.

How do I refund marketplace items?

On the home-page, from the Marketplace drop-down menu, click on My Marketplace Items. Under the item you want to be refunded, click the Actions icon (denoted by three dots), and hit Request Refund.


Refunds will be honored for Marketplace items if the refund is requested within 15 days of purchase and the item (in the case of art packs) has not been downloaded. You can view our full refund policy here.

How do I refund my subscription?

For subscription refunds, you would need to write in to us so we can process your request. Please write in to us with the email associated with your Roll20 account along with any other information you feel may be important for us to consider so we can best assist you. Refunds will be honored for Subscriptions if your last payment was made within the last 15 days from when you write in. You can view our full refund policy here.

Why was my card declined?

Declines can happen for a variety of reasons. When we submit a charge to your card provider or PayPal, they have automated systems that determine whether or not to accept the charge. These systems take various information into account, such as your spending habits, account balance, and card information like the expiration date and CVC. The best course of action would be to follow up with your bank to see why the charges might have been declined.

I need to change my credit card information

You can use this link to change or remove your credit card information.

I need to switch from using a credit card to using PayPal

At this time, we cannot automatically change your payment method from a credit card to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please contact us through our web form from the email associated with your account so we can provide manual assistance.

How does upgrading my subscription work?

You will not be charged immediately. All subscription upgrades are prorated and calculated automatically. When switching subscription types (Monthly to Yearly or Plus to Pro), your account recieves the time remaining on your subscription as credit, which will go towards the cost of the upgrade. The difference will either be added onto your next invoice alongside your subscription rate or given back as subscription credit during your next billing period (generally, on your subscription renewal date).

How can I check my subscription credit balance?

You can check by going to the Manage Your Subscription page.

I'm experiencing other payment issues

If you are having billing issues with your Roll20 account not related to the issues described above, please contact us through our web form using the email associated with your account so we can help. If you paid with PayPal, please also include the email associated with your PayPal account.


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